The Customer Experience Coach

What is Customer Experience?


“A satisfied customer is the best business strategy of all.” Michael Leboeuf


The only reason your business exists is to deliver products or services to your customers. Every time your customers use one of your products or services, they form an impression. If your customers have a good experience, they will be likely to stay. If your customers have a bad experience, they will be likely to go elsewhere. Customer experience is the sum of all the experiences a customer has with your business.

Whitepaper: Key Stages of a Successful Customer Experience Management Program

This whitepaper by The Customer Experience Coach highlights some of the Principles, Techniques & Methods for World-Class Customer Experience. It outlines the key stages for implementing a successful customer experience management program and how they can be used as part of a framework for understanding, measuring and continually improving an organisation’s customer interactions.
key_stages_of_a_successful_customer_experience_management_program.pdf
File Size: 1244 kb
File Type: pdf
Download File

Whitepaper: Executive's Guide - Creating Happy Customers

This whitepaper examines opportunities for organisations to create happy customers, significantly reducing the cost of customer acquisition, reducing customer churn and increasing customer profitability. 
File Size: 3591 kb
File Type: pdf
Download File

Recommended Reading

Outside-In: The Secret of the 21st Century Leading Companies

Picture
by Steve Towers - Buy it online - http://bit.ly/OITHESECRET

The rules of the game have changed. The Customer is center stage and everything will be aligned to achieving Successful Outcomes - Processes, People, Systems and Strategy.

Customer Expectation Management: Success Without Exception

Picture
by Terry Schurter and Steve Towers - http://bit.ly/13BFKt

Customer Expectation Management (CEM) is a business approach that identifies and shapes customer expectations, and once set by the company, those expectations are met without exception.

Customer Expectation Management Method (CEMMethodtm) Toolkits

Picture
The following CEMMethod(tm) toolkits are available for purchase:
  • Moments of Truth
  • Breakpoints
  • Business Rules
  • Successful Customer Outcomes
  • Bridging the Gap (building the business-technology partnership)
  • Innovation (going beyond the traditional mindset and moving to a new process-performance landscape)
The Premium Pack
Includes all 6 toolkits:
  • Moments of Truth, Breakpoints, Business Rules, Successful Customer Outcomes, Innovation (going beyond the traditional mindset and moving to a new process-performance landscape), Bridging the Gap (building the business-technology partnership)
$
195.00    
Moments of Truth Toolkit
Toolkit 1 of 6
The purpose of the Moments of Truth Toolkit is to give you an actionable approach to making Customer Satisfaction work in your favor... to recast it as a positive, enabling effect rather than as a negative, revenue-stealing one.
$
49.00    
Business Rules Toolkit
Toolkit 3 of 6
The purpose of the Business Rules Toolkit is to give you an actionable approach to identifying and optimizing the business rules in your organization, thereby Increasing Revenues and Enhancing Customer service.
$
49.00    
Innovation Toolkit
Toolkit 5 of 6
The purpose of the Innovation Toolkit is to give you an actionable approach to Innovating on your Customer Value Propositions for the purpose of creating and sustaining Market Growth.
$
49.00    
Breakpoints Toolkit
Toolkit 2 of 6
The purpose of the Break Points Toolkit is to give you an actionable approach to Reducing Costs in your organization through the Identification and Elimination of Causes of Work as a result of break points.
$
49.00    
Successful Customer Outcomes Toolkit
Toolkit 4 of 6
The purpose of the Successful Customer Outcome Toolkit is to give you an actionable approach to creating successful, winning strategies for your business in the face of the customer-driven economy of the 21st Century. You have to do the Right Thing to succeed these days, not just Do Things Right.
$
49.00    
Bridging the Gap Toolkit
Toolkit 6 of 6
The purpose of the Bridging the Gap Toolkit is to give you an actionable approach to leading and applying technology against core business issues of the organization. Technology is not a differentiator... but how we use Technology can be.
$
49.00